Senior Customer Service Representative

POSITION SUMMARY

Senior Customer Service Representative will receive and respond to telephone calls for information in a calm and efficient manner, requiring professionalism, effective listening, and problem-solving skills.  Requires documentation requests be entered into the computer, database, and/or various types of spreadsheets.  Generate work orders and require follow up to close-out various work orders, to include dispatch animal care calls, public work requests for services, and place and track collection calls.

Treasurer:

Senior Customer Service Representative (Senior Tax Researcher II) will research various mobile home, property tax, mobile home lien, delinquent notice, and condemnation matters.  Assist customers with complex related tax questions and research records as necessary; provide training for personnel assigned to the division. Conduct detailed research on property tax information for complex taxpayer problems, court cases, condemnation suits and other research projects.  Communicate findings to taxpayers and prepares reports for department administration.

Clerk's Office:

Senior Customer Service Representative will lead, train and orient lower level staff as assigned. This position will also perform highly complex detailed clerical/technical duties which include but are not limited to: accepted records processing methods and computer-assisted equipment, trouble-shooting software and hardware issues, ensure effective and efficient interactions with public and staff, detailed research, effective decision-making, accurate and timely execution of cash handling transactions, documents and forms in accordance with New Mexico State statutes.

DUTIES AND RESPONSIBILITIES

FUNCTIONAL AREAS:

Treasurer:

• Conduct detailed research on property tax information for complex taxpayer problems, court cases, condemnation suits and other research projects.  Communicate findings to taxpayers and prepares reports for department administration.

• Maintain confidential taxpayer files and documents.

• Responsible for receiving, accounting, and recording payment transactions related to property tax receipts from individual taxpayers and mortgage companies, and miscellaneous payments received.

• Monitor and verify source documents in processing tax and miscellaneous payments.

• Calculate interest and penalty charges on delinquent accounts.

• Research and prepare payment adjustment forms for tax refunds and re-applies.

• Perform tax prepayments tasks.  Research and prepare tax release documents for Manufactured/Mobile home liens and releases.

• Process Platt tax payments, which require research to ensure validity of documentation before Platt receives final authorization.

• Research, process, complete, review, and maintain necessary documents/reports and/or tasks for bankruptcy cases, splits and combines, condemnations, delinquent notices, and state auctions.

• Assist with daily updates to the tax roll, which include but are not limited to changes in ownership, values, exemptions, and legal descriptions.

• Process, prepare, and when necessary complete interest and penalty removals, payment under protest money, Top 10 Taxpayers for the City and County, 10-year tax searches, and condemnations.

• Respond to tax roll and tax related questions both orally and in writing.

• Review and verify system entries and information on data processed reports.

• Perform varied customer service functions including liaison for volunteer groups and taxpayers in specialty areas, collection efforts on delinquent taxes, clerical, microfilming and coverage tasks.

• Assist in the training of personnel.

• Perform other job-related duties as required or assigned.

Assessor:

• Receive and record all incoming calls, landline and radio, emails and notifications.

• Dispatch and assign work orders via work order system.  Identify and recommend corrective measures to improve workflow, simplify procedures, implement cost controls and establish efficient operations.

• Provide concise and accurate information to appropriate staff.

• Maintain accurate records of all field units' status and location.

• Ensure accuracy and process work orders in compliance with computer system and department procedures.

• Generate work orders and track completion of maintenance activities for internal/external customers.

• Ensure proper tracking of cost and activities associated with work performed.

• Monitor and maintain existing database information as requested.  Verify completeness of work performed and close work orders in computer system.

• Utilize various computer systems for data entry, information retrieval and to generate reports.

•  Provide general information if available and when requested by the public.

Solid Waste:

• Provide para-professional, technical and administrative support in assigned areas of solid waste program activities including account maintenance, customer service, low income and delinquent account collections.

• Receives and processes payments; issues receipts; prepares and processes daily deposit to ensure accurate posting and record keeping of accounts and payments.

• Conduct comprehensive research and records examination of legal, financial, real estate, and related information to make independent decisions.

• Resolve and respond to customer inquiries and complaints regarding service, billing, program eligibility, and account collection issues with the authority to make independent decisions.

• Collect outstanding debt on Solid Waste accounts following the Bernalillo County Solid Waste Ordinance, all approved County policies and procedures, while exercising independent judgement to determine the most effective means of collection for each account.

• Accurately apply payments, adjustments or corrections to accounts.

• Responsible for creating, compiling, and securing official documents and confidential account information within the solid waste database.

• Composes and prepares a variety of documents, including forms, notices, reports, and correspondence.

• May make site visits to confirm usage, vacancy, or other service issues.

• May perform other job-related duties as assigned or required.

General Services:

• Receive and record efficiently process all incoming calls through, landline, and radio, emails, and other notifications mechanisms.

• Dispatch and assign work orders via work order system.  Identify and recommend corrective measures to improve workflow, simplify procedures, implement cost controls and establish efficient operations.

• Provide concise and accurate information to appropriate staff and constituency.

• Maintain accurate records of all field units' status and location work product.

• Ensure accuracy and process work orders in compliance with computer system and department procedures.

• Generate work orders and track completion of maintenance activities for internal/external customers.

• Ensure proper tracking of cost and activities associated with work performed.

• Monitor and maintain existing database information as requested.  Verify completeness of work performed and close work orders in computer system.

• Utilize various computer systems for data entry, information retrieval and to generate reports.

• Conduct after-hours on-call phone duties as assigned.

• Provide Customer Service Desk way-finding duties in compliance with department standards as assigned.

• Serve as Notary Public and maintain required guidelines of such role in supporting County related business.

• Participates and represents the Contact Center, in supporting the County's Pathway To Excellence (PTE) initiative. Aiding in Continuous Improvements for Contact Center processes and customer service practices.

• Provide general information if available and when requested by the public.

• Perform other job-related duties as required or assigned.

Clerk's Office:

• Lead and train lower level staff to perform moderately to highly complex clerical and technical assistance in the areas of: Customer Service, Data Entry, Maps and Filing and Recording.

• Perform moderately to highly complex detailed clerical and technical coverage and customer service support in the areas of: Customer Service, Data Entry, Maps and Filing and Recording.

• Performs advanced duties in relation to Eagle Recorder Software usage, and trains and monitors staff in the usage of this software.

• Demonstrate proficiency in cash handling procedures, and trains and monitors staff in its use.

• Receive, research, process and/or file various documents and forms in an accurate, timely, and efficient manner in accordance with New Mexico State statutes, policies, procedures, and strict departmental standards.

• Respond to inquiries in person, in writing and over the telephone in a courteous and exemplary manner. Draft routine correspondence on behalf of the Clerk's Office in formal business letter and electronic mail formats with minimal oversight.

• Assist in audits and verification of work in process.

• Pick-up, process and distribute large volumes of inter-office and incoming mail and train staff in proper mail handling and troubleshooting of mail equipment issues as needed.

• Generates detailed productivity reports daily to monitor productivity.

• Perform other duties as assigned.

• The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of all employees assigned to this job.

• High School Diploma or GED, and two (2) years of work experience in clerical or office administration setting or related field. Any equivalent combination related to education and/or experience may be considered for the above requirements.

ADDITIONAL REQUIREMENTS

The offer of this Bernalillo County position requires compliance with the following:

• Employee must successfully complete the post-offer employment medical examination and background investigation.

• Employee must comply with the safety guidelines of the County.

• Employee must complete required FEMA training(s) as assigned to position.

• Conduct after-hours on-call phone duties as assigned

WORKING CONDITIONS

• All essential duties are performed indoors.

• Duties are performed in a temperature-controlled environment.

• Duties are performed on an even surface, which may be carpeted or tile.  Working surface is typically dry.

• Works under minimum supervision.

EQUIPMENT, TOOLS AND MATERIALS

• Equipment typically used in the performance of office duties includes telephone, computer terminal, computer printer, computer keyboard, typewriter, photocopy machine, fax machine and calculator.

• Materials and products handled in the course of performing essential duties include files, forms, reports, various other paperwork, and a wide variety of basic office supplies.

Bernalillo County is an Equal Opportunity Employer.